Business Growth Specialists

Service or Experience

Posted: Thursday September 24, 2009 by Paul

As discerning consumers we are always on the lookout to make sure we are getting value for mmone when we part with our hard earned cash.

I am always speaking to businesses who are proud that one of their USPs is their Customer Service. I HATE this on several fronts. Firstly, as a customer I don’t want to be “Serviced” and secondly, if this is everyone’s USP, it’s hardly UNIQUE!!!

I want a GREAT CUSTOMER EXPERIENCE and I am prepared to pay a little more to get it. Yesterday, I called Paymentshield to discuss their quotation for the renewal of my Home and Contents Insurance (we have been with them for 3 years). After being on the phone for 4 1/2 mins before getting to speak to anyone, I was very alarmed by the attitude of the Customer Service person who basically told me that there was no room for manoeuvre on the premium without cutting the cover. So I asked them to call me back by the end of the day if they wanted the chance to retain the business. I was told, in no uncertain terms that they wouldn’t negotiate. I therefore cancellend the “automatic’ renewal of my policy and I will go with another broker.

I found the attitude of the staff amazing, especially as their website proudly states “We pride ourselves in consistently delivering first class customer service and in our efficient policy servicing, which is provided by our 300 dedicated employees.”
I was quite prepared to stay with Paymentshield but the difference between the premiums – over £400, makes my decision a no brainer. So as a Business Growth consultant who specialises in the customer experience, I emailed some feedback as to my experiences in dealing with their company. So far, no response.

I have now place my insurance through Ryburne Brokers, where it took 1 phone call lasting a total of 3 1/2 mins, all the details have been processed, and the docs arrived in the post this morning – SORTED – No hassle, no fuss, great value, GREAT EXPERIENCE

Ryburne have also had the benefit of me telliing this story on two occasions where I have given presentations (yesterday afternoon and this morning) to over 60 business people. Who is going to get the Business.

Not only have Paymentshield lost a customer, I have told at least 60 people about my poor experience and that’s not counting all who read this Blog !!!

Go to Ryburne http://www.ryburne.co.uk/ & speak to Dani !!!